Sep 24, 2026
Brian Riback is the CMSWire 2025 Contributor of the Year. Brian is a strategic leader with over 20 years of experience as a CRM and retention specialist. He ias based in New Jersey, USA.
In June 2026, Brian published a detailed article exploring how brands can build trust in the era of AI discoverability. The article...
Sep 17, 2026
In this episode of the CX Files, Mark Hillary and Peter Ryan look at the changing European nearshore landscape before Peter talks to Jeton Aliu, Founder and CEO of Olymp BPO in Pristina, Kosovo.
Jeton explains why Kosovo is becoming an increasingly important CX and BPO delivery location. He discusses the rapid growth of...
Sep 10, 2026
In this episode of CX Files, Mark Hillary talks to Matt Fry, SVP for AI, CX and Digital Transformation at eClerx and publisher of The CX Marketplace, about why culture cannot simply be outsourced.
Inspired by Matt’s Substack article Culture Cannot Be Outsourced, the conversation explores why successful CX partnerships...
Sep 3, 2026
Peter Ryan talks to Andrew Kokes, Chief Marketing Advisor at Pivot AI Global, about how AI is fundamentally changing B2B marketing and sales.
As buyers increasingly use ChatGPT, Gemini, Claude and other AI platforms to research suppliers and build shortlists, traditional search engine visibility is no longer enough....